Support Lead

Andersen is hiring a Support Lead for a project building and scaling secure 24/7 technical support operations for a payments and fintech platform. Andersen is a pre-IPO software development company that provides a full cycle of services, following project management standards and best practices. For over 19 years, we have been helping enterprises and middle-sized firms transform their businesses by creating effective digital solutions using innovative technologies. Our diverse expertise extends across FinTech, Healthcare, Retail, Telecom, Media & Entertainment, Logistics, Travel & Hospitality, eCommerce, and more. The project is focused on establishing and scaling technical support operations for a payments and fintech platform operating under strict PCI DSS compliance requirements. It includes incident management, support process development, documentation, and building a reliable 24/7 support model to ensure stable and secure service operations.

Responsibilities: - Building and owning the L1 support function for the UCL BAU Support workstream from the ground up. - Personally performing L1 support duties during defined working hours in the initial phase, prior to team expansion. - Defining and documenting support processes: incident intake, triage, escalation paths to L2/L3, DevOps, and DBA teams. - Developing the core documentation set required for support operations: runbooks, escalation matrices, knowledge base, on-call procedures. - Designing the roadmap for scaling from single-person coverage to a full 24/7 shift-based team (hiring plan, shift schedules, coverage model). - Establishing monitoring and alerting practices in coordination with the infrastructure team to ensure timely incident detection. - Ensuring support operations align with SLA commitments (99.99% / 99.9% uptime tiers) and PCI DSS operational requirements. - Coordinating with Project Management, Architecture, and Security stakeholders to align support scope with production readiness and compliance timelines. - Tracking recurring incidents and drive continuous improvement of support processes and documentation. - Reporting on supporting KPIs/SLA performance to the Service Manager.

Requirements: - Experience in L1/technical support or NOC/service desk roles, including shift-based or on-call work for 3+ years. - Solid understanding of AWS fundamentals (EC2, monitoring/logging services, IAM) and Linux administration. - Experience with incident management and ticketing tools (e.g., Jira Service Management or similar ITSM). - Ability to create and maintain runbooks, escalation matrices, and support documentation. - Understanding of ITIL-based support processes (incident, problem, change management). - Willingness to work defined hours initially and personally cover support duties before team expansion. - Awareness of PCI DSS / security-sensitive operational environments. - Level of English – from Upper-Intermediate+ and above.

Nice to have: - Prior experience in payment systems / PSP integrations. - Experience building or scaling a support team from scratch. - Familiarity with AWS security/monitoring tooling (CloudWatch, CloudTrail, Security Hub, KMS). - Experience with SFTP/OpenSSH-based file transfer environments. - PCI DSS or ISO 27001 exposure. - Experience defining SLA/OLA frameworks (e.g., 99.99% / 99.9% uptime tiers).

Compensation: 1400–2800 EUR per month.